IT Support Analyst I

IT Support Analyst I

Requirements

• 2+ years of experience in a technical support environment supporting Windows and MacOS
• Ability to perform basic troubleshooting and root cause analysis for hardware, software, network, access, and general IT issues
• Experience supporting Microsoft’s ecosystem (including Office 365, InTune, SharePoint, SCCM and Active Directory)
• Experience supporting MDM (InTune, Jamf)
• Experience supporting MFA and SSO
• Experience using help desk ticketing software
• Experience with building and configuring PC and Mac hardware
• Effective ability to write knowledge base articles/documentation for anyone to understand
• Demonstrated ability to make quick decisions, adapt in a fast-paced, evolving environment
• Proven ability to work independently and collaboratively
• Strong customer service ethic
• Ability to prioritize and quickly resolve issues
• Excellent verbal and written communication skills
• Excellent analytical, critical thinking and problem-solving skills
• Effective prioritization and time management skills

Responsibilities

• Provide first-level support for PCs (Windows and Mac), standard software/applications, network connectivity, conference room technology, and peripherals—maintaining a high standard of customer service and timely ticket resolution
• Adhere to service level expectations between teams to resolve issues promptly
• Prioritize and manage IT support requests through the ServiceNow ticketing platform, regularly updating tickets to ensure clear communication and visibility throughout the resolution process
• Uphold Security team best practices and protocols, including but not limited to global hardening standards, threat vector prevention, end-user security training, and proper isolation, handling, and escalation of potentially compromised or infected machines
• Coordinate end-to-end new hire onboarding, including account provisioning, hardware deployment, and desk setup to ensure a smooth and efficient start for all new employees
• Execute offboarding procedures for departing users, including deprovisioning accounts, reclaiming hardware, and securely handling sensitive data, with an emphasis on confidentiality and compliance with internal security protocols
• Coordinate with external vendors to ensure timely hardware repairs in accordance with warranty coverage, maintaining optimal equipment functionality
• Champion and model continuous improvement by identifying and implementing approved enhancements to IT policies, procedures, and site-wide practices
• Manage and maintain accurate records of the site’s IT asset inventory, ensuring accountability and lifecycle tracking
• Maintain and contribute to the internal knowledge base by documenting newly diagnosed issues, updating solutions, and ensuring all support processes reflect current practices
• Provide IT support for events (e.g., gaming showcases, marketing activations, internal presentations) and assist with team relocations and office moves
• Perform additional IT-related duties as required, contributing flexibly to the evolving needs of the site.

Preferred Qualifications

• Experience working with Confluence, ServiceNow, PowerBI, Microsoft Power Automate
• Experience with Event related AV/Multimedia equipment
• CompTIA A+ and/or ITIL v4 certifications